building_maintenance_sla_academic_13_05.doc

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Estates and Facilities

Service level agreementbetween Building Maintenance ServicesandtheFacilities Management Committee


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Contents

1.0 Service Delivery.............................................................................5

2.0 Client obligations.........................................................................11

.0 !ey "erformance #ndicators........................................................1

$%&S#'(

(%)T &%$#%* + ,- 201/

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1.0 Service Delivery

1.1 "eriod of -greement1.1.1 This agreement will rn from 1 ,ay 201 ntil 1 ,ay 201/ or ntil

terminated on months notice given by either party.

1.2 Description of Services1.2.1 This Service evel -greement covers the provision of a bilding and

engineering maintenance service for the 3niversity4s academic and

related bilding stock and the related siteworks infrastrctre.

1. 6eneral ServicesThe ,aintenance Services Department will7

1..1 "rovide office cover from 08.00 to 1970 ,onday to :riday. "rovide

ot;of;hors cover via the Secrity Control &oom at all other times.

1..2 'perate a telephone


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1..5 Ae professional corteos and sensitive to the client4s needs at all

times

1..9 3ndertake maintenance works sing only approved measred

termBspecialist contractors or the department4s direct labororganisation

1..9 3ndertake maintenance works dring the above working hors nless

otherwise agreed with Ailding ,anagers or re?ired for safe working

1.. ,aintain record systems to docment the maintenance works

ndertaken on behalf of the 3niversity

1..8 Charge costs on a monthly basis in accordance with the recharge

rates crrent at the time of ndertaking the works

1.. "blish the crrent horly recharge rates on the department4s website

1..10,onitor the ?ality of work to ensre compliance with crrent

standards and legislation

1..11,ake available to the 3niversity all necessary

docmentationBcertificates relating to repairs of a stattory natre

1..12Co;operate with Ailding ,anagers to maintain the secrity of

premises and property whilst ndertaking repairs. This will inclde

signing into bildings and signing for keys where re?ired by Ailding

,anagers

1..1iaise with the Ailding ,anagers where practicable before starting

work and avoid ndertaking non emergency tasks dring sensitive

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periods

1..1/The Ailding ,anagement team aims to comply flly with all relevant

legislation. The 7

&eactive "riority 1 =%mergency>

&esponse time within / hors from isse

Completion time within 28 hors from isse

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&eactive "riority 2 =3rgent>

&esponse time within 2 working days from isse

Completion time within / working days from isse

&eactive "riority =(on rgent>

&esponse time within working days from isse

Completion time within 1/ working days from isse

1.5 "lanned "reventative ,aintenanceDefined as planned routine maintenance, testing and inspection of building

fabric and plant to prevent component failure and maintain them in an

operational condition

1.5.2 Compile a planned preventative maintenance programme

for periodic review and approval by the :acilities ,anagement

Committee

1.5. 3ndertake the preventative maintenance programme in

accordance with the agreed schedles and scope

1.5./ 3ndertake preventative maintenance and stattory

inspections on % : managed facilities and e?ipment in accordance

with manfactrer4s instrctions and stattory re?irements nlessotherwise agreed

1.5.5 &eport identified instances of stattory non;compliance

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affecting % : managed facilities e?ipment to the Director of

%states and :acilities ,anagement

1.9 ong;term ,aintenanceDefined as larger planned repairs (typically over 5k) aimed at preventing

deterioration of the building fabric andor to repairreplace ma!or building

components

1.9.2 ,aintain a 5;year rolling long;term maintenance

programme which will be prioritised in accordance with agreed

criteria

1.9.2 Sbmit the programme to the :acilities ,anagement

Committee for approval in the smmer term prior to the start of the

programme

1.9. "rovide the :acilities ,anagement Committee with annal

feedback on the progress of the long;term maintenance programme

1.9./ "rovide the :acilities ,anagement Committee with annal

feedback on the progress being made in pgrading the academic and

related bilding stock to CS condition categories - A

1.9./ 6ive one months notice to Ailding ,anagers where

practicable before starting long;term maintenance pro@ects

1. -dditional Services

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1..1 "rovide approEimate estimates for cstomer fnded

Fimprovement4 works. The first hor of ,aintenance Services time is

free of chargeG additional hors will be charged at pblished horly

rates. %stimates will be delivered within a mtally agreed period of

time.

1..2 3ndertake Fminor improvement4 works to a mtally agreed

timetable.

1.. "rovide technical advice on bilding and engineering

services isses. The first hor of ,aintenance Services time is free of

chargeG additional hors will be charged at pblished horly rates.

1.8 Heries Comments and Complaints1.8.1 #sses of whatever natre arising from this Service evel -greement

shall be sb@ect to the following escalation process where necessary7

Stage 1 7 &eferred to the


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2.0 Client obligations

The Ailding ,anagers 'ccpants andBor :acilities ,anagement Committee

will7

2.1 Ailding occpant obligations2.1.1 "rovide accrate and concise information to the


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2.1.9 "rovide feedback on performance and participate in client

satisfaction srveys from time to time

2.1. Co;operate with ,aintenance Services staff to maintain the

secrity of premises and property whilst maintenance tasks are beingndertaken

2.2 :acilities ,anagement Committee obligations2.2.1 &eview and approve the long term maintenance programme

proposed by ,aintenance Services sb@ect to the availability of

fnding

2.2.2 #ndicate clearly any bdget or cost limit that applies to a

long term maintenance pro@ect

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.0 !ey "erformance #ndicators

.1 ,onitoring and &eview.1.1 ,aintenance Services will nominate an F-ccont ,anager4 to

act as the key point of contact. Details will be provided on the

,aintenance Services website. This person will assist with monitoring

and review of the S- and will deal with problems that cannot be

rotinely resolved by the relevant ,aintenance ,anager.

.1.2 -n annal review meeting will be arranged by ,aintenance

Services prior to renewal of the S- to review service delivery and any

isses arising. ,aintenance Services will isse an pdated S- priorto renewal.

.1. The client or the ,aintenance Services Department has the

right to convene additional meetings shold the need arise.

.2 !ey performance indicators&eactive,aintenance

.2.1 -ttend 8J of "riority 1 tasks within the target attend time

.2.2 Complete 85J of "riority 1 tasks within the targetcompletion time =sb@ect to access parts and materials being

available>

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.2. -ttend 85J of "riority 2 tasks within the target attend time

.2./ Complete 80J of "riority 2 tasks within the target

completion time =sb@ect to access parts and materials being

available>.2.5 -ttend 80J of "riority tasks within the target attend time

.2.9 Complete 5J of "riority tasks within the target

completion time =sb@ect to access parts and materials being

available>

"lanned "reventative ,aintenance

.2. Complete 85J of planned preventative maintenance tasks

within the target completion time =sb@ect to access parts and

materials being available>

ong Term ,aintenance

.2.8 Specific key performance indicators andBor milestones to be

agreed on a pro@ect;by;pro@ect basis

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/.0 -dditional #nformation

/.1 ,aintenance Services information/.1.1 -dditional information relating to ,aintenance Services and

this service level agreement may be fond in the following locations7

,aintenance news

http7BBwww.fmd.reading.ac.kB(ewsKandKeventsB

Contacts

http7BBwww.fmd.reading.ac.kB:orK3niversityKstaffBAildingsKmaintenanceBCo

ntactsB


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Competency

http7BBwww.fmd.reading.ac.kB"artnersKandKcontractorsB:orKcontractorsBcom

petencyB

Crrent recharge rates

http7BBwww.fmd.reading.ac.kB(ewsKandKeventsB

"olicy procedres

http7BBwww.fmd.reading.ac.kB:orK3niversityKstaffB"oliciesKandKprocedresB

,aintenance fnding and responsibilities

#n general central bdgets are available to fnd the maintenance

works described in this S-. Schools and Directorates will be asked to

fnd works that constitte an Fimprovement.4 :rther information is

available here7

http7BBwww.fmd.reading.ac.kBdocsBmaintenanceB-reasKofK&esponsibility.pdf

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http://www.fmd.reading.ac.uk/Partners_and_contractors/For_contractors/competency/http://www.fmd.reading.ac.uk/Partners_and_contractors/For_contractors/competency/http://www.fmd.reading.ac.uk/News_and_events/http://www.fmd.reading.ac.uk/For_University_staff/Policies_and_procedures/http://www.fmd.reading.ac.uk/Partners_and_contractors/For_contractors/competency/http://www.fmd.reading.ac.uk/Partners_and_contractors/For_contractors/competency/http://www.fmd.reading.ac.uk/News_and_events/http://www.fmd.reading.ac.uk/For_University_staff/Policies_and_procedures/


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-pproved by the :acilities ,anagement Committee

Date 5 ,ay 2012

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building_maintenance_sla_academic_13_05.doc

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